ComplaintsforChristian Brothers Automotive - Littleton

• Initial Complaint

  10/06/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Dear Better Business Bureau and the next person,Decent people are easily deceived and manipulated. On 9/27/2023 I paid $743.96 to Christian Brothers Automotive to have a new starter installed in my car. On 10/4/2023 the starter failed. I was upset after this occurred. I called Christian Brothers Automotive. They sent out a tow truck. The truck towed the car to the best of my knowledge back to the shop. I called a second time to the shop to speak to the manager who I was told was named "***". I told *** "I feel mistrust." *** replied: "I am sorry to hear that." I am not sure if *** will be sorry or not to hear that the *** has told me:"It is not illegal for members of the Preponderance of the Aryan ******* to be employed. It is to the discretion of the employer." I would like my car repaired properly or towed to my residence at the expense of the shop.

  Business response

  10/09/2023

  Hi ****,

   

  Thanks for speaking to me on the phone regarding your Subaru.  I believe we were able to explain everything that took place, and we were able to get your car repaired a second time as needed and delivered back to you on Friday 10/6/23 at no charge to you.  Please feel free to call me directly since you have my personal number and let me know if you need anything else.

   

  We appreciate your business.  

   

  *********************

  Customer response

  10/17/2023

  Dear Better Business Bureau, ********************* from Christian Brothers did contact me by phone.  We reached agreement.  My car is now repaired.  Thank you for your help.  *********************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I spoke to the Landover tech over the phone and we discussed a amount as I described what needed done as I had already known. We agreed on 800 or a bit more and when I went there I had to re explain my issue and they kept telling me other things. Within the next day I was receiving a bunch of other estimates for things we did not discuss not to mention when I got my vehicle the check engine light was on and they super glued a sensor back together and my hood latch was bent and they only bent it back. They are very unprofessional and rude . Seem very biased as I am a women they think and treat me as if I know nothing . I am not happy with the service

  Business response

  09/01/2023

  Hello,

   

  We are very familiar with this guest for a few reasons.  The first is we made it very clear when they initially called that we are unable to give an accurate quote over the phone regardless of whether or not they have had their vehicle inspected by another repair facility, due to the exact nature of this complaint.  It is often that we receive information that is inaccurate and or does not include the necessary items to complete a repair.  Our original quote once we received the vehicle and determined our own diagnosis was $100 more than the dealership quoted which upset the guest.  I personally spoke to her husband and explained that we were unable to complete the repair for the phone quote that they received, and I again explained that until we were able to view the vehicle we cannot be accurate with an estimate.  Since they were frustrated I agreed to lower the cost nearly $700 to complete the repair for ~$1300 which the husband agreed to.  

  We are unable to determine if the sensor was broken prior to our repair and had been fixed by another location, and during our repair it broke again.  We reviewed video and cannot see our employee making a secondary repair to the vehicle.  That being said we did replace the damaged part for the customer at no charge to them.  This is an additional savings of roughly $400 in parts and additional labor.  

  We have no evidence of any damage to the secondary hood latch that was done by **************.  Again however we repaired the latch so that it would function as it should with no charge to the guest.

  In total we reduced the guests bill by $700 from our original quote, we then replaced a broken part that we are unable to determine how the part was damaged in the amount of $400.  We also repaired a hood latch that we can see no proof of damage that occurred while in our facility at no charge to the guest.

  While unfortunate events, we firmly believe that we have accommodated the guest as best as we can and will not be offering any further remedies for this situation.

   

  Customer response

  09/03/2023

   
  Complaint: 20533855
  
  I am rejecting this response because: the first quote I received they admitted to leaving out labor costs and blaming me for it, as I went to pick up my vehicle they tried to send me home with my check engine light one which was not on prior to it being in their facility, the mechanic **** told me that they had cleared the code three different times hoping it would stay cleared then super glued the part and also bent my hood latch and as I was driving my hood would pop up on its own. They then changed the quote three more times while my car was at the facility after I talked to the main mechanic.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Monday, March 20, I took my **** Land Rover Freelander in to Christian Brothers Automotive Littleton with a problem: I was having problems, for a couple weeks, going up hills; also I was hearing a knocking sound from the engine area. They quoted me about $160 for an initial check (based on what I'd reported, with one light on my dash for "Service Engine Soon"). A few hours later they said they needed to do a compression test to check further. I had to authorize it and the charge was going to be $584 before tax. I did a quick check online and the average for such a service was only $250+. The staff, ******, explained I had to pay more for my particular car make and model. Today I was told they found nothing wrong with my car engine cylinders and needed to remove the intake manifold to check further, in particular the knocking noise. This was going to cost me $990+ tax. I called CarShield, the warranty my car is under, and they won't cover any of the diagnostics. My previous experience with this company (Christian ****** they charged me $80+ to check a coolant leak which, in the end, my husband repaired for me as CarShield also wouldn't cover. The customer service is fine, I don't have a complaint about that. I'm questioning the price of each of their services. I chose them based on good reviews and trustworthiness, but now I'm questioning their prices. I can't afford to fork out $2,000 that's not recoverable, and they haven't even started repairs. So I have to take my car back, cancel the warranty and buy another one when mine dies. And if this is the best auto repair shop around, I'm doomed.

  Business response

  03/27/2023

  We have been in contact with *********** since receiving this email.  I personally explained to her that extended warranty companies are the final decision makers when it comes to the ultimate responsibility of payment on a customers claim.  In this situation we spoke to ******************** after receiving her BBB complaint and they assured us that her repairs would be covered.  We submitted all necessary information to them on Friday march 24, 2023.  It appears that because of **************** BBB complaint also directly to them, her case was assigned to their legal department.  At this time they have reviewed her claim and denied coverage based on the plan that she paid for when her vehicle was purchased.  Unfortunately as we explained when she checked in her vehicle with us originally, guests are responsible for all charges until their warranty company makes the final determination on whether to accept liability or not.  We have tried reaching their legal department this morning to lobby on her behalf for them to cover the necessary repairs, however we cannot force their hand.  

   

  At this time all charges are accurate due to the fact that *************** coverage does not cover the repairs needed.  As a measure of good faith we will be offering *********** a partial refund of the initial diagnostic charges that she incurred.  As a point of clarification we use a combination of industry standard labor guides for all vehicle repairs.  She was charged 1.0 hours for the initial misfire diagnostic.   **************** vehicle passed all initial testing that included OHM testing the ignition coils, swapping of spark plugs and ignition coils to determine misfire cylinder condition, fuel production, and ignition cycle statistics we recommended inspection cylinder pressure by performing a compression test.  All cylinders passed the *** specification of ******* PSI and were noted in her vehicle's inspection report.  

  After full reassembly of the upper intake, and further drive cycles we found intermittent failure of the #5 and #6 ignition coils only after the engine met operating temperature for 30 minutes.  In addition it was noted that the "knocking" noise the customer experienced is from the intake manifold runner(s).   These parts are not sold separately and are built into the intake manifold itself.  To repair correctly the intake manifold will need to be replaced.  

   

  At this time we have provided ************ will all the above information, and she has been contacted by her extended warranty company explaining their position as it relates to this matter.  

   

  *********************************

  Owner *** Littleton

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩